1

Step 1: Explore

• Service consumers and their needs.
• Service providers and their offerings.
• Markets.
• Targeting markets.
• Assessing the potential compliance of service providers.
• Customer journey (concepts, ties to value streams, customer journey mapping).
• Designing a customer journey, improving the customer journey.

2

Step 2: Engage

• Communicate, collaborate, and mutual understanding.
• Different types of service relationships.
• Contributing to supplier relations and partners.
• Managing relationships and suppliers.

3

Step 3: Offer

• Managing demands and opportunities.
• Specifying and managing customer requirements.
• Designing service offerings and user experience.
• Selling and obtaining service offerings.
• Business analysis.

4

Step 4: Agree

• Designing and planning value co-creation.
• Negotiating and agreeing on a service.
• Service level manager.
• Getting specialists (legal, purchasing, etc.) involved for contracts.

5

Step 5: Onboard

• Planning the onboarding.
• Establishing user relationships and promoting them.
• Developing user engagement and delivery channels.
• Activating users for the service.
• Improving mutual capabilities.
• Offboarding clients and users.
• Service catalog management. Service centre.

6

Step 6: Co-create

• Fostering a service mindset.
• Routine service interactions.
• Maintaining user communities.
• Handling service requests.

7

Step 7: Realize

• Tracking value creation.
• Assessing and reporting on value creation.
• Assessing value creation and improving customer journeys.
• Portfolio management.

8

Preparing for and taking the ITIL® 4 DSV exam

• Review of the ITIL® 4 DSV program.
• Questions/answers between participant and trainer.
• Mock exam and group correction. Tips for the exam.